Customer Success Manager

W. W. Norton is seeking a Customer Success Manager to join its College Sales team. The primary responsibility of a Customer Success Manager (CSM) is to maintain digital business by developing strong relationships with instructors and facilitating an excellent customer experience. The CSM is responsible for training instructors on digital products and integrating content with their Learning Management Systems, as well as responsive troubleshooting. Competitive candidates will possess a strong aptitude for customer service, creative problem solving, and managing technological systems, as well as strong analytical, written, and verbal communication skills. This position reports to the Assistant Manager, Customer Success Team for Norton’s college department.

Essential Job Responsibilities:

• Proactively communicating with instructors who assign Norton’s media products
• Maintaining Salesforce records and tracking media users
• Scheduling web-based implementations or providing implementation documentation
• Conducting a high volume of product implementations, with specific emphasis on LTI integration and APIs with Learning Management Systems as well as product training
• Developing and maintaining expert-level knowledge of Norton’s digital products
• Becoming an expert in each major Learning Management System through provided trainings
• Resolving troubleshooting requests sent by customers
• Increasing customer investment in Norton’s suite of digital products over time
• Leveraging the service relationship to secure repeat business and generate sales leads.

Please note - this job description is not designed to cover all activities required of the employee.

Required Qualifications:

• Bachelor's degree
• Must be able to work full business hours

• Exceptional customer service and communication skills
• 2+ years of related professional experience - experience in educational sales or as an educator or trainer preferred
• Interest in instructional design - experience with higher education Learning Management Systems, such as Canvas, Blackboard, D2L, and Moodle preferred
• Ability to learn online systems and tools quickly and to solve complex problems
• Ideal candidate is self-motivated and comfortable taking initiative
• Attendance at annual meeting

• Employment eligibility to work with W. W. Norton & Company in the U.S. is required

Compensation and Benefits*

Currently available benefits include:

• Total compensation for this position, including discretionary bonuses, is $50,000-$65,000. All salaries and salary ranges posted by Norton may vary depending on experience, skills, location, and like considerations.
• Generous paid time off and paid holidays
• Generous health benefits, including PPO and EPO medical insurance options, vision insurance, dental insurance, flexible spending accounts for healthcare, dependent care and commuter, gym membership reimbursement, and more. Coverage for spouses, domestic partners, and dependent children is available.
• Profit-Sharing and 401(k) benefit plan with discretionary contribution matching by employer
• Disability and life insurances
• FMLA, parental, and other leave
• Employee Assistance Program (for mental health, financial planning, and other needs)
• Company-provided laptop
• Employee discounts on Norton books
• Limited matching of employee donations to select non-profit organizations

*All policies and benefits described are subject to change at any time.

About Norton:

W. W. Norton & Company is the oldest and largest publishing house owned wholly by its employees. W. W. Norton & Company strives to carry out the imperative of its founder to “publish books not for a single season, but for the years.” In college publishing, that imperative applies not only to books, but also to an ever-growing list of essential print and digital resources that support teaching and learning. For more information about the Company, visit us online at: http://www.wwnorton.com.

W. W. Norton & Company is an equal opportunity employer. Employment with W. W. Norton is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, age, color, sex, religion, veteran status, national origin, marital status, mental or physical disability or any other legally protected status. Those applicants requiring reasonable accommodation to the application/interview process should notify the human resource manager.